Let’s talk about safety

Aged Care, Consumers, Disability, IndustryJanuary 15, 2018

One of the questions we’re most frequently asked by potential clients is, “Is Mable safe?”. It’s a valid question. After all, this is a new way to hire a care or support worker, who may have traditionally come to your front door as an employee of a large provider.

The safety of the Mable community is paramount. We have a number of industry safeguards in place and wanted you to know how it all works.

A stringent on-boarding process for workers

Our on-boarding process is one of the most rigorous in the business. As a minimum for each worker on the platform, it includes police checks, ABNs, verifying qualifications and personally calling referees. Although we receive thousands of registrations, only those who meet the strict registration requirements can offer their services on the platform.

Workers may also include additional information on their profiles which we can’t verify, such as their complete work and education history, special areas of interest or specific courses they have undertaken outside of key qualifications. So, use your instincts – do you trust this person and do you want to work with them? We’ve put this together this list of good questions to ask in that first interview with a worker. You can also draw on the feedback which has been provided by other clients.

Keeping your information safe

If you read our Privacy Policy, you’ll see it outlines how we use your information. Everything is stored using industry-standard security technologies and procedures.

Every transaction between you and the worker is stored on the Mable platform, something which comes in handy if there is ever a question over a timesheet or care delivered. We also monitor all communication between you to ensure there is no inappropriate activity and both parties are kept safe.

Resolving any issues

We are a social platform that exists to connect people and enable clients to build long lasting relationships with the people who support them. We encourage consumers to speak up if they’re not happy about a service being provided and we equip workers on the platform with guidelines for handling client feedback. Anyone using our platform has confirmed that they’ve read the Code of Conduct and the Terms of Use, and we expect everyone in the Mable community to live by the same values. Sometimes you may need to call us so we can offer a different perspective. In this instance, we will work closely with you to address the issue.

Speaking up

Our consumers are at the heart of everything we do, and we take all feedback or concerns raised seriously. If you ever have a serious concern about a care worker or the care you are receiving, please discuss this immediately with family members, your chosen representative or by making a call to the Mable team on 1300 73 65 73. Any serious incidents are investigated so we can ensure there’s no repeat. Sometimes, this may mean hiding a profile or even removing a worker (or a client) from the platform.

Safety for workers

For workers, we provide resources and guidance to protect their safety and privacy, too. This includes verifying their identity when signing up to the platform and arranging insurance on their behalf for any work delivered and paid for through the platform. The policy covers Professional Indemnity, Public Liability and Group Personal Accident insurance. We’ve also introduced a new feature that enables workers to report on any incidents of inappropriate behaviour via their shift notes. Designed to keep other workers on the platform safe, the feature will notify our team if there’s been an incident that needs to be looked into.

We’re not all that different

Just because we’re online doesn’t mean we’re difficult to reach. Behind every phone call, email, payment transaction and notification, is a large team of real people, operating out of an office in Sydney. If you need to talk to someone, you’re going to get one of these dedicated team members. Here’s a pic!

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Important Notice: While we verify certain key information (police checks, key qualifications, references) during the on-boarding of each care worker, they represent other information about themselves to customers via their profiles that we do not independently verify. In exercising your choice of care worker and hiring them directly, we recommend that you check their credentials and original documents when you first meet them and provide ongoing supervision. We recommend that care workers take a file of their key documents with them to their first meeting.